What can I do if I don't recognize a transaction? Or if there is an unauthorized transaction on my account?
Contact STCU for help identifying the transaction or to block your card. To dispute a transaction, you must notify STCU within 60 days of the statement date.
To save time, you can also submit your transaction dispute online and we'll give you a call back.
How do I report my card lost or stolen?
If you believe your STCU credit card has been lost or stolen, call us immediately at (509) 326-1954 or (800) 858-3750 during regular business hours.
After-hours, call (855) 341-4650 in the U.S; or (515) 457-5547 internationally.
How do I activate my credit card?
To activate your STCU credit card, go to stcu.org/activate/ (by logging into online banking), or call (888) 691-8661 in the United States from the primary phone number on your STCU account; internationally, call (515) 457-2085.
You may also contact an STCU representative by phone or instant messaging during regular business hours for help activating your card. Available hours: 7:30 a.m.-5:30p.m. Monday through Thursday, and 7:30 a.m.-6 p.m. Friday.
Should I alert STCU before traveling with my STCU credit card?
Absolutely! If you are planning a trip for any length of time, please notify us online or call us at (509) 326-1954 or (800) 858-3750 during regular business hours to avoid disruption when using your card. Without this information in advance, it is difficult for us to differentiate between a stolen card and one you are using away from home. By alerting us to your travel plans beforehand, you can ensure that we do not block your card when out-of-area transactions begin to occur.
How do I change the PIN on my STCU credit card?
To select a new personal identification number (PIN) for your credit card, call (888) 891-2435 from the primary phone number on your STCU account.
To change your PIN, you can also use many of the surcharge-free ATMS supported by STCU. (Note: Not all ATMs support PIN management services.) Insert your individual or business credit card into the ATM and look for the "Change PIN" option. Then follow the prompts to write the new PIN to your card. This works for your STCU debit card too!
What should I do if I enter my PIN incorrectly too many times?
If you enter your personal identification number (PIN) incorrectly too many times, your card may become locked and temporarily unusable. If this happens, call STCU at (509) 326-1954 or (800) 858-3750 during regular business hours and we will verify you as the card owner and unlock your card.
What can I do if my credit card is declined?
Call STCU at (509) 326-1954 or (800) 858-3750 during regular business hours if your card is declined. We'll research the issue and determine why your card was declined.
I have a joint credit card account. Will we both have the same PIN?
No. You'll each need to call and select a unique personal identification number (PIN) for each card on the account.
Can I get additional cards for other members of my household?
Yes, you can request additional credit cards for authorized users by visiting any STCU branch location or calling us at (509) 326-1954. Please note that you will be responsible for any purchases made by others on your credit card.
For many, a better solution is for a relative or friend to open their own, separate credit card account. Invite them to apply online , visit any branch location, or call us at (509) 326-1954.
How are my payments applied to my STCU credit card balance?
Good question! Payments to your STCU credit card are applied in the following order:
- Billed fees and interest
- Billed balances*
- Unbilled balances*
*In order of highest to lowest interest rate. If there are any two balances with the same interest rate, payments will apply to the oldest balances first.
What is my minimum monthly payment for my credit card?
Your minimum monthly payment will be 2% of your total new balance or $25, whichever is greater.
What is a cash advance?
A cash advance is considered to be a check withdrawal from your credit card, a cash withdrawal from your credit card (whether it is with a teller or at an ATM), or a transfer from your credit card to another account.
Get real-time text alerts on your STCU credit card to protect against fraud or to control when and how transactions are allowed.
Receive fraud alerts when suspicious transactions are identified on your card. Here's how it works:
- A text message is sent to your mobile phone when a suspicious transaction is identified on your credit card account.
- Reply to confirm if you do or do not recognize the transaction.
- If fraud is suspected, your card will be blocked until we hear from you.
- If you confirm the transaction, your card will remain available for use.
You can also sign up for transaction alerts triggered for:
- Purchases over a certain amount.
- International purchases.
- Online and phone purchase made without your card.
- Declined transactions.